Qureos Mentor

Mast Climber Spares & Services Pvt.Ltd

Key Objectives of the Role<ul><li>Ensure timely response and resolution of customer queries and service requests</li><li>Maintain accurate operational records and documentation</li><li>Support planning, service, billing, and commercial processes</li><li>Improve customer experience through clarity, coordination, and follow-up</li></ul>Key Responsibilities1️ Customer Communication &amp; Support<ul><li>Act as the primary back-office contact for customers post-order / post-mobilization</li><li>Receive and log:</li><li>Service requests</li><li>Complaints / breakdown intimations</li><li>Follow-up queries (AMC, PMC, one-time services)</li><li>Communicate clearly with customers via:</li><li>Phone</li><li>WhatsApp</li><li>Email</li><li>Provide status updates to customers until closure</li></ul>2️ Service &amp; Operations Coordination<ul><li>Coordinate with:</li><li>Site supervisors</li><li>Technicians</li><li>Planning team</li><li>Stores &amp; logistics</li><li>Track:</li><li>Service visits</li><li>Breakdown attendance</li><li>Pending actions</li><li>Rescheduled jobs</li><li>Ensure job closure confirmation from site teams</li></ul>3️ Documentation &amp; Records Management<ul><li>Maintain structured records for:</li><li>AMC / PMC contracts</li><li>One-time service jobs</li><li>Installation / dismantling reports</li><li>Service reports &amp; DPRs</li><li>Ensure:</li><li>Client sign-offs are obtained</li><li>Reports are scanned and uploaded</li><li>Copies are shared with the commercial team</li><li>Maintain trackers in:</li><li>Excel</li><li>CRM (if applicable)</li><li>Google Drive / internal folders</li></ul>4️ Billing &amp; Commercial Support<ul><li>Coordinate with commercial/accounts team for:</li><li>Billing readiness</li><li>Pending documents</li><li>AMC renewal reminders</li><li>Track:</li><li>Document submission dates</li><li>Billing delays due to missing paperwork</li><li>Follow up internally to avoid revenue leakage</li></ul>5️ Internal Coordination &amp; Escalation<ul><li>Escalate unresolved issues to:</li><li>Operations Manager</li><li>HOD &ndash; Operations</li><li>Highlight:</li><li>Repeated complaints</li><li>SLA delays</li><li>Resource gaps</li><li>Support management with daily / weekly status summaries</li></ul>Job Type: Full-timePay: ₹22,000.00 - ₹28,000.00 per monthWork Location: In person

Customer Service Representative

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Mast Climber Spares & Services Pvt.Ltd

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Customer Service Representative